"Good care, friendly staff."

About: Ealing Hospital

What I liked

With the exception of some of the receptionists, all the nursing, care and medical staff are friendly, caring and helpful. I did not feel that I was being a nuisance asking for help and all the staff I met were very friendly without being unprofessionally familiar.

What could be improved

Adequate signs to the Admissions Lounge and staff who say 'hallo' when you arrive. Most of the hospital receptionists could do with some 'meet and greet' training - they are often involved in conversations with colleagues (not necessarily work related) and I feel that I am interrupting what might have been a good day if it wasn't for the patients!

I was the first patient for surgery and the first observation in the recovery room was made at 10.20am. However, I was then left on a hospital trolley until 6.30pm before a bed was available for me - although my consultant had said that I would need to stay in overnight as I live alone. I don't understand why a bed space wasn't booked for me? Sadly, the same thing happened almost three years ago when I was admitted for surgery in March 2009. Although the nurses were very friendly, they were also becoming desperate about finding a bed before the end of the day! Even the anaethetist commented that he was surprised I was still there by mid-afternoon.

Anything else?

I understand that emergencies which occur may affect bed space, but if a patient is booked in, then surely it is not too much to expect that a bed is available?? There was also only 1 arm chair for the 4 beds - not much use for visitors.

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Response from Ealing Hospital

Thank you for taking the time to write with your feedback. We were pleased to learn that you found the staff friendly, caring and helpful. With regards to your observations pertaining to your hospital admission, we are sorry to learn about your experience. We take such feedback seriously and would like the opportunity to look into this further. If you would like us to pursue this please kindly contact our Patient Advice and Liaison Service (PALS) on freephone 0800 0641120 or by e-mail at pals@eht.nhs.uk

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